We understand that sometimes things don't work out, so here's everything you need to know about returning your Scrumbles.
Can I return my order?
We offer a 30-day returns policy, meaning you can return eligible products within 30 days of receiving your order.
To qualify for a return, products must be:
Unopened, with their original packaging and seals intact.
In a resalable condition, with no damage to the products or packaging.
Returned within 30 days of delivery.
Unfortunately, we can't accept change-of-mind returns of opened or used food products, including if your pet doesn't enjoy the food.
How do I return my order?
You can initiate a return yourself through our website. There's no need to contact our Customer Support team first!
Check your items: Make sure your products are unopened and in their original, resalable condition.
Visit our Shipping & Returns Policy page.
Scroll to the bottom of the page to find the link to initiate your return and follow the steps.
Prepare your parcel: Make sure your products are securely packaged and include your order reference.
Keep your tracking details: Retain your proof of postage until your return has been processed.
Do I have to pay for return shipping?
Yes. If you're returning an order because you've changed your mind or no longer need the products, return shipping costs are your responsibility.
Any applicable return shipping charges arranged by Scrumbles will be deducted from your refund.
When will I receive my refund?
Once your return has arrived at our warehouse and been checked to confirm it meets our returns policy, we'll process your refund to your original payment method, less any applicable return shipping charges.
Please allow additional time for your bank or payment provider to make the funds available.
Can I exchange my order?
Unfortunately, we don't currently offer exchanges. If you'd like a different product, flavour or size, you can return your eligible items for a refund and place a new order through our website.
Can I return a subscription order?
Yes! Subscription orders are covered by the same returns policy.
Like with one-time orders, once a subscription order has been processed, we can't cancel or amend it, even if you cancel your subscription afterwards. If you no longer need the order, you can return it once delivered, provided the products are unopened, in resalable condition and returned within the 30-day window.
To avoid unwanted future orders, we recommend checking your upcoming renewal dates in your subscription account.
What if my order arrives damaged or incorrect?
If your order arrives damaged, contains the wrong products or has missing items, or for any quality-related issue, please contact [email protected] with your order number and photographs where relevant.
We'll investigate and help put things right. These issues are handled separately from change-of-mind returns.
Need a helping paw?
If you're having trouble initiating a return or have any questions about our policy, drop us an email at [email protected] and our friendly team will be happy to help!